Ambulatory Reception Coordinator Scheduler

Job description

With oversight by the supervisor, provide exceptional customer service to patients and visitors through welcoming behaviors, effective communication, and information sharing. Independently performs check in functions that include verification of insurance, appointment type, demographic information, and infection control protocols. Facilitates communication between staff, patients, families and care providers, and between the unit and other hospital departments. Prepares and maintains patient records, serves as a resource to medical staff regarding hospital protocols; manages simultaneously many activities impacting patient care. Performs related duties as assigned.
Schedule: Varies shift. Monday-Sunday Day and evening shifts (6am-10pm)
MINIMUM QUALIFICATIONS:
• Education, Experience or Equivalent Combination:
• Minimum 1 year previous clerical and/or customer service experience.
• Licensure/ Registration/ Certification:
• None
• Knowledge, Skills, and Abilities:
• Keyboarding skills
• Skill and ability to demonstrate exceptional customer service.
• Ability to respond patiently and effectively to questions asked in person and via phone by patients, family, providers and staff.
• Ability to quickly multi-task requests for information or assistance from doctors, nurses, hospital staff, visitors and patients.
• Ability to learn how to use computerized patient information system, fax, printer, copy machine, electronic communication systems, and other office machines.
• Time management and prioritization skills
• Knowledge of rules related to the rights of patients in regard to confidentiality.
• Ability to read and write English.
• Ability to establish and maintain effective working relationships in a stressful setting with patients, visitors, and hospital/clinic personnel.

PREFERRED QUALIFICATIONS:
• Education, Experience or Equivalent Combination:
• Degree in health care field
• Ability to schedule radiologic appointments for various modality’s including but not limited to: CT, Ultrasound, Dexa, and General Radiology
• Previous experience in Ambulatory care setting and using EPIC.
• Knowledge of medical terminology
• Licensure/ Registration/ Certification:
• n/a
• Knowledge, Skills, and Abilities:
• n/a

ESSENTIAL DUTIES:
• (55%) – Performs check-in and clerical support functions for the department based on the age specific needs of the patient populations served including but not limited to:

• Acknowledges and warmly greets patients immediately upon arrival in department and facilitates prompt patient flow.
• Obtains vital information to ensure patient registration is accurate and complete
• Verifies patient information including insurance, appointment type, demographic information, and infection control
• Has working knowledge of 3rd party billing accounts such as work comp, mva, or research studies
• Verifies patient completion of exam preparation, when needed
• Completes forms for visits and explains necessary forms to patients
• Scans insurances cards
• Collect payments
• Answers questions and provides resources about billing, financial assistance, and prior authorization
• Works with interpreters and documents interpreter forms
• Consistently and accurately schedules radiology appointments for walk in patients and assists with outside orders requests.
• Answers the phone and receives/send faxes, processes mail and independently handles or directs the information/questions to the appropriate individual.
• Sends patient documents to Health Information Management when required.
• Maintains supplies, files and documents.
• Makes reminder phone calls to each patient for future appointments as appropriate.
• Completes work using proper infection control practices and use of personal protective equipment.
• Assists with kiosk check-in workflow when appropriate.

• (10%) – Communicates effectively with patients and families.

• Demonstrates professional, courteous, individualized attention to patients and family.
• Listens effectively, provides support and feedback to patients and families.
• Keeps patients and families informed of delays.
• Consistently makes provisions for patient/family dignity and privacy.
• Responds to patient/family/visitor requests.
• Provides information while respecting confidentiality following HIPAA guidelines.
• Consistently refers questions/concerns to care team as necessary.
• Acknowledges patients and families with a warm send off at the end of their visit.

• (10%) – Demonstrates effective, collaborative working relationships with other health care team members and across the organization.

• Consistently and accurately contacts the appropriate department for scheduling procedures, arranging transportation etc.
• Assists health care team members as requested.
• Works cooperatively with members of other departments (i.e. transport, laboratory, etc.) to provide optimal patient care.
• Handles conflict or confrontation in a professional manner.

• (10%) - Demonstrates effective communication of information regarding patient care

• Consistently reports pertinent information including new physician orders, scheduled patient exams, and signs of abuse to the nurse.
• Consistently answers telephone promptly and politely.
• Consistently and accurately utilizes telephone, fax and paging system.
• Provides patients with information regarding MyChart access, image requests, and other medical records needs.

• (5%) - Demonstrates creative problem solving.

• Sets priorities during the shift.
• Uses critical thinking skills.
• Utilizes appropriate lines of communication with leadership authority.
• Responds to crisis situations and establish appropriate priorities.
• Assists in any additional duties assigned.

• (5%) - Participates as an effective unit and department member

• Adheres to high ethical and professional standards, show respect for and to others.
• Maintains an orderly, clean environment in both patient and staff areas, following department cleaning practices.
• Attends and participates in unit and department meetings.
• Demonstrates economical utilization of department supplies.
• Accepts responsibility and accountability for their actions and decisions.
• Accepts responsibility for orienting new staff as assigned.
• Floats to other desks when requested to do so.
• Complies with work rules, standards and policies.

• (5%) - Maintains and updates clerical and transcription knowledge

• Consistently updates self with new information, policies/procedures.
• Improves/expands expertise through reading, attending in-services etc.
• Completes annual required education per policy.
• Knowledgeable of emergency procedures